basic telephony for it

Basic Telephony WBT Storyboard

11/05/03 1

Image Text COURSE OBJECTIVES

• Better Understand the History of Telecommunications and

Qwest • Better Understand Telecom Terms, Definitions, and Where

Qwest Fits In • Understand That Qwest Employees are Key to the Company’s

Future Success

topics.gif

BEFORE YOU BEGIN Available Topics • Purpose of Training • Navigation/Instructions


11/05/03 2

Image Text

basicphone.gif

PURPOSE OF COVERAGE In this course you will learn about Basic Telephony from both a historical standpoint and a Qwest-specific standpoint. While it is not possible to provide training on every aspect of telecommunications, this course will provide you with effective examples and resources that will assist you in better understanding the industry and our company. Today's workplace environment is fast-paced and the telecommunications industry is complex while competition for the customer’s dollar grows every day. Taking ownership and responsibility for everything you do will determine our success. Knowing your industry is the first step; helping you make sense of basic telephony is why we’ve designed this course for you. This coverage generally takes 1 – 1 ½ hours to complete.


11/05/03 3

Image Text

instructions.gif

NAVIGATION/INSTRUCTIONS Use the Previous and Next buttons located in the lower right corner of each window to navigate through this training in a linear fashion. Use the Menu button located at the top right corner of each window to access specific sections within the training (non-linear). If you would like a paper guide of this training, click Print in the bottom navigation bar. You will need Adobe Acrobat Reader installed to view it.


11/05/03 4

Image Text

instructions.gif

NAVIGATION/INSTRUCTIONS, continued Click Contents in the bottom navigation bat to navigate anywhere within a section (for example, a topic/module) of the training. Click Contact in the bottom navigation bar if you have any questions regarding this training. Links to other sections within the training or to sites external to the training are indicated by bold blue links on which you click.


11/05/03 5

Image Text PRETEST

Comprised of question from Module knowledge checks


11/05/03 6

Image Text

topics.gif

OVERVIEW Available Topics • Module Goals • History of Telecommunications • History of Qwest • Qwest Today Page_001


11/05/03 7

Image Text

modules.gif

Module Goals After completing this section, you should understand:

• The beginnings of the Telecommunications Industry

• The impact of AT&T on the early days of telecom

• The Divestiture Plan of 1984

• The Telecommunications Act of 1996

• The History of Qwest

• Where is Qwest Today

These goals support the course objective of helping you Better Understand the History of Telecommunications and Qwest.


11/05/03 8

Image Text

agb.gif

History of Telecommunications The inception of the telecommunications industry was in 1876 when Alexander Graham Bell filled his patent for the telephone on February 14th. In 1877 the Bell Telephone Company was formed, growth and expansion began, and in 1880 the company was renamed to American Bell. American Bell was a near monopoly supplier of telephone services at that time. In 1885 American Telephone and Telegraph (AT&T), the new Bell subsidiary emerged with sole charter of construction and maintenance of the long distance network.


11/05/03 9

Image Text

FCC.gif

The Communications Act of 1934 The Communications Act of 1934 relieved the Interstate Commerce Commission of its role by creating the Federal Communications Commission (FCC) which regulates interstate (state-to-state) communications exclusively. Intrastate (within the same state) communications fell under the authority of the state utility commissions such as the Public Utilities Commission (PUC) or the Public Service Commission (PSC). A tariff, which is permission to offer service, is filed by a communications provider to the appropriate regulatory agency or FCC to offer a service. The tariff addresses the service to be offered, the rates proposed to be charged and the requirements to be imposed on both the communications provider and the subscriber.


11/05/03 10

Image Text Knowledge Check

1. The Communications Act of 1934 created

the Public Utilities Commission (PUC).

the Federal Communications Commission (FCC). the Public Service Commission (PSC).

the Interstate Commerce Commission (ICC). 2. In 1885 AT&T emerged with the sole charter of

construction and maintenance of the long distance network construction and maintenance of Bell Telephone Company.

construction and maintenance of American Bell.

construction and maintenance of the new Bell subsidiaries. 3. Drag and drop The FCC regulates interstate traffic The PUC or PSC regulates intrastate traffic


11/05/03 11

Image Text

we.gif

The Consent Decree of 1956 In 1949 the Department of Justice (DOJ) filed suit against AT&T for violations of the Sherman Anti-Trust Act. By this time there were over 9,000 independent (non-Bell) telephone companies. AT&T would not permit interconnecting of competing telephone companies to its network. The main goal of this suit was to divest Western Electric, AT&T’s equipment manufacturing subsidiary. In 1956 the suit was settled with a Consent Decree which mandated AT&T to keep Western Electric but forgo any involvement with the computer industry. In 1968 the FCC reviewed their stance on AT&T operations and with the Carterfone decision opened the door to competitors in the telephone equipment business. These vendors are primarily referred to as interconnect companies and the equipment they provide is called Customer Premise Equipment (CPE). In 1969 the FCC approved the first alternative long distance network Microwave Communications Incorporated, now well known as MCI, and they built their first alternative microwave transmission system between Chicago and St. Louis.


11/05/03 12

Image Text

RBOCS.gif

The Separation of AT&T In 1974 the DOJ filed a complaint against AT&T. The DOJ claimed they were abusing its monopoly on the telecommunication industry by using the Bell companies to prevent and restrict competition from equipment manufacturers and other telecommunications companies. This was in violation of the Sherman Anti-Trust Act. The complaint or suit requested divestiture of Western Electric and for AT&T to either surrender its long distance business or its interest in the 22 local Bell companies. In 1982 the separation of AT&T’s local and long distance operation occurred through a settlement that drastically modified the 1956 Consent Decree. In 1984 the divestiture plan called for the 22 Bell Operating Companies to be divested and restructured into 7 Regional Bell Operating Companies (RBOCs): AT&T handled the long distance and international service while the RBOCs handled the local service.


11/05/03 13

Image Text

LDlocal.gif

The Telecommunications Act of 1996 The most recent change for the industry resulted from the Telecommunications Act of 1996. In general, the Telecommunications Act of 1996: • deregulated the local service market • encouraged competition in the local markets • required companies to unbundle network elements for resale • allowed for Local Exchange Carriers (LECs) or RBOCs to

market services in the long distance arena as long as stringent requirements were met.

In very simplistic terms, long distance carriers can now sell local services and local companies can now sell long distance. Customers now have choices of local service vendors other than their LEC.


11/05/03 14


1. In 1949 the Department of Justice (DOJ) filed suit against AT&T for

violations against Western Electric.

violations against the Communications Act of 1934.

violations of the Sherman Anti-Trust Act. violations of the Consent Decree.

2. The Carterfone Decision closed the doors to competitors in the telephone equipment business.

True False

3. The Telecommunications Act of 1996 regulated the local service market and more specifically it encouraged competition in the long distance markets.

True False


11/05/03 15

Image Text

sp.gif

History of Qwest In 1988 Southern Pacific Telecom was created out of Southern Pacific Railroad. Philip Anschutz bought Southern Pacific Railroad in 1990, and within two years spun off Southern Pacific Telecom as a separate company.

In 1994 Southern Pacific Telecom acquired Qwest Transmission Incorporated, and in 1995 Southern Pacific Railroad was sold to Union Pacific while Philip Anschutz secured rights to land alongside the railroads. Qwest then evolved from SP Telecom when Anschutz Corporation sold Southern Pacific Railroad and kept SP Telecom.

Originally a construction arm of Southern Pacific Railroad, Southern Pacific Telecom built conduits for carriers along the railroad's rights-of-way, while at the same time installing a spare conduit for itself.


11/05/03 16

Image Text

qwest.gif

History of Qwest, continued In 1997, Qwest announced that it was building a nationwide fiber-optic network. At that time, the company entered into contracts with Frontier, WorldCom (now MCI WorldCom) and GTE, all of whom agreed to buy fiber installed by Qwest. As a result of these contracts, Qwest's construction costs of building the network were greatly reduced.

1997 was Qwest’s Initial Public Offering and Qwest acquired Supernet to enter the retail Internet race. In 1998 Qwest bought LCI (fourth largest long distance carrier) followed by Qwest acquiring EU Net. The ICON acquisition and KPNQwest Joint Venture was to follow in 1999. In 2000 Qwest entered into the USWEST merger, and 2001 brought a new focus on 271/272 long distance compliance. In 2002 Qwest focus was on long distance relief as Richard Notebaert was appointed Chairman and CEO.


11/05/03 17


1. Qwest evolved from

SP Telecom when Anschutz Corporation sold Union Pacific in 1996 and kept SP Telecom.

SP Telecom when Anschutz Corporation bought Union Pacific in 1996 and kept SP Telecom.

SP Telecom when Anschutz Corporation sold Southern Pacific in 1996 and kept SP Telecom.

SP Telecom when Anschutz Corporation bought Southern Pacific in 1996 and kept SP Telecom. 2. In 1998 Qwest bought

EUNet (fourth largest long distance Carrier).

KPN (fourth largest long distance Carrier).

ICON (fourth largest long distance Carrier).

LCI (fourth largest long distance Carrier).


11/05/03 18

Image Text 3. For Qwest, 2001 brought a new focus on

271/272 Long Distance Compliance. 252 CLEC Agreements.

HIPAA - Health Insurance Portability and Accountability.

FCPA - Foreign Corrupt Practices Act. 4. Qwest entered into contracts with

the FCC and RBOCs, who agreed to buy fiber installed by Qwest. This greatly reduced Qwest's construction costs of building the network.

Frontier, WorldCom and GTE, who agreed to buy fiber installed by Qwest. This greatly reduced Qwest's construction costs of building the network.

Frontier, WorldCom, and GTE, who agreed to buy fiber installed by AT&T. This greatly reduced Qwest's construction costs of building the network.

the RBOCs and LECs, who agreed to buy fiber installed by AT&T. This greatly reduced Qwest's construction costs of building the network.


11/05/03 19

Image Text

One Column Layout

A Tale of Two Companies

basictel.gif


11/05/03 20

Image Text

profile.gif

Qwest Profile

Did you know that Qwest, your company:

• Provides integrated, one-stop communication solutions

• Is a leader in Internet-based data, voice, image and multimedia communications

• Services more than 25 million customers

• Has 49,000 employees

Did you know we combine the world’s fastest, most powerful network with a leading line-up of:

• Web hosting services

• Managed solutions

• High-speed Internet access

• Private networks

• Wireless data

We continue to introduce technologies and applications that are redefining global communications around the power and potential of the Internet.

This is your company - a leader in its field!


11/05/03 21

Image Text

vision.gif

Qwest Vision

To build shareholder value by becoming the customer-focused market leader for worldwide broadband communications and

applications services

We now are closer to making our vision a reality with:

• Digital Subscriber Line (DSL) services for video and data

• Wireless communications services

• Advanced broadband Internet communications services

• Local and long-distance services

• Leadership in hosting, applications services, and Internet Protocol


11/05/03 22

Image Text

inregion.gif

Qwest In-Region

Qwest In-Region, is comprised of the 14 states that were the original USWest territory. When Qwest merged with U S WEST (an RBOC) in June 2000, it became subject to Sections 271 and 272 of the Telecommunications Act of 1996.

The Federal Telecommunications Act of 1996 allows Regional Bell Operating Companies (RBOCs) to originate interLATA services within their own region once they meet the requirements outlined in Sections 271 and 272 of the Act.

To promote fair competition in the telecom market Qwest must demonstrate that its market (in-region) is open to competitors. Similarly, when Qwest wants to do business out-of-region, other markets must be open to Qwest so that any one telecommunications company cannot form a monopoly in any particular region.


11/05/03 23

Image Text

pcs.gif

Qwest Wireless

Qwest and Sprint to Offer Qwest Customers Nationwide Wireless

Qwest signed a wholesale agreement that allows Qwest to provide nationwide wireless voice and data services to its new and existing consumers throughout its 14-state local service region, and to its business customers across the United States, using the enhanced Sprint nationwide wireless network infrastructure.

Qwest will offer PCS Vision(sm) from Sprint, the company’s advanced wireless data service. The contract also enables Qwest to continue to provide sales and service support to all Qwest wireless customers, including the promotion and sale of handsets, price plans and data services, and customer service -- including billing and account management.

Link to Qwest Press Releases For this article


11/05/03 24

Image Text

network.gif

Qwest IP Network

The Internet Protocol, IP is the most important of the protocols on which the Internet is based. The IP Protocol is a standard that describes software, tracks Internet work addresses for different nodes, routes outgoing messages, and recognizes incoming messages.

Qwest’s state-of-the-art global Internet backbone is the industry’s most advanced all-fiber network, spanning more than 106,000 miles.


11/05/03 25

Image Text

network.gif

Qwest North American Broadband Network

Qwest is the recognized industry leader in providing high-bandwidth network services around the globe. We are a leader in reliable, scalable, and secure broadband data, voice, and image communications for businesses and consumers.

Our state-of-the-art Broadband Network that was a vision for the future when being laid along railroad tracks, now brings our revenue and takes our customers where they have never been.


11/05/03 26

Image Text

topics.gif

JUST THE ESSENTIALS Available Topics • Module Goals • Local Access Transport Areas • What’s in a Phone Number • From Here to There • Products and Services • The Costs Involved


11/05/03 27

Image Text

modules.gif

JUST THE ESSENTIALS Module Goals After completing this section, you should understand:

• What a LATA is and what effect it has on the phone call you make

• The components of a telephone number and what they actually mean

• How a call gets from point A to point B

• Some of the more common products and services Qwest offers

• The costs involved to Qwest

These goals support the course objective of helping you Better Understand Telecom Terms, Definitions and Where Qwest Fits In.


11/05/03 28

Image Text

lata.gif

Local Access Transport Areas (LATA) What is a LATA? Local Access Transport Areas, commonly known as LATAs, were created as a result of Divestiture. A LATA is a geographical area in which a local telephone company is allowed to carry local or toll traffic and is served by the Regional Bell Operating Companies (RBOCs). LATAs: • may cross state lines • are NOT related to area codes • generally encompass one or more local exchange areas LATAs are generally referred to as calling areas or calling zones.

There are two main types of LATA traffic:

• IntraLATA • InterLATA


11/05/03 29

Image Text

minn.gif

IntraLATA IntraLATA traffic are calls originating and terminating within the same LATA: the LATA may cross a state line. One Plus (1+), this means you must dial a 1 before the number, IntraLATA calls are transported by the local telephone company or RBOC and they receive revenue for these calls.


11/05/03 30

Image Text

states01.gif

states02.gif

IntraLATA IntraLATA / Intrastate calls: Originate and terminate within the same LATA; as well as in the same state. The local telephone company or RBOC handles these calls unless the customer chooses to access a long distance carrier by dialing 10-10-XXXX. IntraLATA / Interstate calls: Originate and terminate within the same LATA but cross a state line. The local telephone company or RBOC handles these calls unless the customer chooses to access a long distance carrier by dialing 10-10-XXXX. NOTE: Competition varies from state to state for IntraLATA traffic and the customer is given many choices of who will carry their traffic and ultimately get their revenue.


11/05/03 31

Image Text

Interlata.gif

InterLATA InterLATA traffic originates in one LATA and terminates in another. In other words, it goes between LATAs. The InterLATA call:

• does NOT necessarily cross a state line • is transported solely by a long distance company

The long distance company receives revenue for InterLATA calls.


11/05/03 32

Image Text

states03.gif

states04.gif

InterLATA InterLATA / Intrastate calls originate in one LATA and terminate in another but are within the same state. The service provider for these calls is the long distance carrier. InterLATA / Interstate calls originate in one LATA and terminate in another crossing a state line.


11/05/03 33

Image Text

statestest.gif

KNOWLEDGE CHECK 1. Looking at the map, Sally at point B calls Rose at Point A. This type of call would be an

InterLATA Intrastate call.

IntraLATA Intrastate call.

IntraLATA Interstate call.

InterLATA Interstate call. 2. Looking at the map, Jane at point A calls Joe at Point E. This type of call would be an

InterLATA Intrastate call.

IntraLATA Intrastate call. IntraLATA Interstate call.

InterLATA Interstate call.


11/05/03 34

Image Text

phone.gif

What’s in a Phone Number The North American Numbering Plan (NANP) was developed by Bell Labs and introduced by AT&T. Bellcore (Bell Communications, Inc.) has administered the plan since divestiture. In 1995 due to a shortage of numbers the NANP was revised, enabling area codes and exchanges to have the same numbers and increasing number availability. The Automatic Number Identification, or commonly referred to as ANI, is the 10-digit number assigned to a customer’s line. Components of an ANI (a telephone number) are as follows: Many times a business telephone number is referred to as the Billing Telephone Number (BTN). The BTN is the number a local company bills to. This could be either a residential or business main telephone number.


11/05/03 35

Image Text

national.gif

The Domestic Telephone Number The domestic phone is comprised from an Area Code, Exchange Code, and a Customer Number.

• Area Code = NPA

o The first three digits of a telephone number represent the customer’s area code or Number Planning Area (NPA).

• Exchange Code = NXX o The exchange code, NXX, is the first three digits of the

customers seven digit local number. Within a given area code, the NXX identifies the central office (CO) the customer is served from.

• Customer Number = XXXX o The last four digits of the customer’s number identify the

customer. It is also referred to as the customer’s address.


11/05/03 36

Image Text

internat.gif

The International Telephone Number The international telephone is comprised from a Country Code, City Code, and a Local Number. The international prefix assigned to North America and used to access the international network is 011. The three components of an international call are :

• Country code • City code • Local number / address


11/05/03 37

Image Text

1. Three components of an international call are

Country Code, Service Code, Local Number.

Country Code, City Code, Local Number. Country Code, Area Code, Local Number.

Country Code, Exchange Code, Local Number. 2. Components of an ANI (telephone number) are

Local Number, State Code, Area Code.

LATA, Area Code, Exchange Code.

Area Code, Exchange Code, Customer Number. LATA, Area Code, Customer Number.


11/05/03 38

Image Text

localcall.gif

The Local Network There are two types of networks: Local and Long Distance. The Local Network: The local telephone company is called the Local Exchange Carrier (LEC) and can be one of the RBOCs. They carry IntraLATA traffic. Parts of the local network include a Central Office (CO) and a Tandem. The CO often referred to as an End Office (EO), houses switching equipment that supplies business and residential customers with line service and dial tone. Two types of line service are:

• local loop • trunk service

A Tandem is a building where switching equipment connects other switches together. A switch is a physical piece of equipment with two main functions:

• call routing • maintenance of the call detail records for billing purposes


11/05/03 39

Image Text

ldcall.gif

The Long Distance Network: Long Distance Carriers are called Interexchange Carriers (IXCs) are responsible for the transport of InterLATA traffic. All InterLATA calls are routed from the CO or CO Tandem to an IXC’s Point of Presence (POP) or switch, then routed over to the IXC’s network to the call termination destination. If a carrier does not have a physical switch, calls can be routed by a switchless POP to the nearest IXC POP or switch. Circuits connecting IXC switches are called Intermachine Trunks (IMTs).


11/05/03 40

Image Text

1. If a carrier does not have a physical switch, calls can be routed by a

switchless POP.

switchless Tandem.

switchless LEC.

switchless IXC. 2. The CO (Central Office) is often referred to as the EO (End Office).

True False


11/05/03 41

Image Text

Roll-over two major types to display here

Switched Access There are two types of access to a company’s network:

• Switched Access • Dedicated Access

Switched Access is a method by which a customer connects to the Interexchange Carrier (IXC). The Local Exchange Carrier (LEC) provides switched access circuits called feature groups, for connectivity. All long distance calls originated from a local line are transported via switched access. The long distance call is switched by the LEC to the long distance provider. Switched access is owned, maintained, and priced and tarriffed by the LEC. The IXC compensates the LEC for the switching of calls and this is a major portion of an IXC’s operating cost. There are two major types of switched access: • Dial Up Access • Equal Access


11/05/03 42

Image Text JUST THE ESSENTIALS

From Here to There, continued Dial Up Access Prior to Equal Access, customers could access an IXC’s network by dialing a specific access telephone number (either a local number or a number beginning with a 950 prefix). Once the customer was connected to the IXC, they would dial an authorization code that identified the customer as well as the number being dialed. The advantages of dial up access were:

• generally less expensive • it was a way to capture IntraLATA traffic.

The disadvantage was the high susceptibility to fraud and it required so many digits to dial.


11/05/03 43

Image Text Equal Access

Equal Access is the LEC’s ability to automatically switch calls to the long distance carrier of the customer’s choice, based upon a Primary Interexchange Carrier (PIC) they choose. A Carrier Identification Code (CIC) identifying the IXC chosen is entered and all long distance calls are automatically routed. The call process is very simple: 1+NPA+NXX+XXXX. The circuits connecting the tandem to the IXC switch are called Feature Group D circuits. An alternative dialing procedure for equal access is 10-10-XXXX dialing. Dialing 10-10-XXXX instructs the LEC to route the call to the long distance carrier belonging to the CIC dialed which is designated by the XXXX (Qwest CIC is 0432). A common reason for dialing 10-10-XXXX is for secondary access. When the 10-10-XXXX is used, normally a customer will open an account with a long distance provider but will not choose them as their Primary Interexchange Carrier (PIC). When the customer chooses to access the IXC, they will be billed at the rate plan they chose for the calls placed via 10-10-XXXX dialing. Causal Calling refers to 10-10-XXXX access by customers who do NOT have an account with the IXC. Since the customer does not have an account, the calls are billed on behalf of the IXC by the LEC.


11/05/03 44

Image Text

dedcall.gif

JUST THE ESSENTIALS From Here to There, continued Dedicated Access Dedicated access is for customers who have specific needs to be connected directly to the IXC. A circuit is engineered and installed from the customer premise directly to the IXC’s switch. The circuit passes through the LEC’s CO and tandem; however, no switching functions are needed. Dial tone is given directly from the IXC’s switch to the customer. There are two forms of dedicated access: • Dedicated Access Line (DAL) • T1


11/05/03 45

Image Text

dedcall.gif

JUST THE ESSENTIALS From Here to There, continued Dedicated Access Line (DAL) A dedicated access line (DAL) is an analog circuit supporting one voice conversation per circuit. A T1: • is a 24 channel digital circuit supporting 24 simultaneous voice

conversations • transmits at a speed of 1.544 megabits per second (Mbps) • is also referred to as a DS1 • can be engineered for a combination of inbound, outbound and

private line service on the same T1 A LEC or a Competitive Access Provider (CAP) provides connectivity directly to the IXC switch via a local loop. The local loop cost is based on the mileage from the customer premise to the nearest CO.


11/05/03 46

Image Text

analog.gif

Analog Transmission Analog transmission is a sound wave electrically duplicated and carried over a transmission path. Analog signals are considered non-predictable as the tone and loudness of the signal are constantly changing. As an analog signal travels through the transmission path, the signal loses strength over distance. This is called attenuation. An analog signal must be amplified to boost the signal, but one major drawback to this is that any noise will also be boosted at the same time.

digital.gif

Digital Transmission Digital transmission is a series of discrete, discontinuous voltage pulses. The digital signal is transmitted as a binary code (a series of zeros and ones). Unlike the analog signal, the digital signal is considered predictable and high quality. The digital signal also loses strength over distance, but equipment called regenerators detects the incoming bit stream of zeros and ones and replicates the signal without boosting the noise.


11/05/03 47

Image Text 1. The Digital Signal is

considered non-predictable as the tone and loudness of the signal are constantly changing.

amplified to boost the signal.

an incoming bit stream of ones and twos and replicates the signal.

considered predictable and high quality. 2. Dedicated access is for customers who have specific needs to be connected directly to the IXC.

True False

3. The local loop cost required for a DAL is

based on the mileage from the customer premise to the nearest IXC.

based on the mileage from the customer premise to the nearest LATA.

based on the mileage from the customer premise to the nearest CO.

based on the mileage from the customer premise to the nearest DS1.


11/05/03 48

Image Text

products.gif

JUST THE ESSENTIALS Products and Services To focus on specific Products and Services that Qwest offers, we will look at:

• LAN – Local Area Network • WAN – Wide Area Network • Private Line • IP – Internet Protocol • Frame Relay • ATM – Asynchronous Transfer Mode • ISDN – Integrated Services Digital Network • DSL – Digital Subscriber Line


11/05/03 49

Image Text

lan.gif

JUST THE ESSENTIALS Products and Services, continued Local Area Network (LAN) A Local Area Network (LAN) is a short data communications network (typically within a building or campus) used to link computers and peripheral devices (such as printers) together under some form of standard control. An Ethernet, a type of LAN, is used for connecting computers, printers, workstations, terminals, servers, etc., within the same building or campus. An Ethernet operates

• over twisted wire and coaxial cable • at speeds of up to 10 Gbps


11/05/03 50

Image Text

buildings04.gif

JUST THE ESSENTIALS Products and Services, continued Wide Area Network (WAN) A Wide Area Network (WAN) is a data network typically extending a LAN outside the building, over a common-carrier telephone line to link other LANs in remote buildings (and possibly remote cities). A WAN, as opposed to a LAN, typically uses common-carrier lines.


11/05/03 51

Image Text

1. An Ethernet is a type of

LAN – Local Area Network. WAN – Wide Area Network.

2. A LAN, as opposed to a WAN, typically uses common-carrier lines.

True False


11/05/03 52

Image Text

buildings03.gif

JUST THE ESSENTIALS Products and Services, continued Private Line A Private Line is a dedicated line for use between specified points. Typically, a Private Line would be leased from a local or long distance company. Private Line available speeds are Fractional DS-1, DS-1, DS-3, and OC Levels. Click Here for Fiber Capacity. Advantages of a Private Line are:

• High Speed / Capacity • Stable and Reliable • Private equals Security • Offers the greatest “throughput” to the customer

Disadvantages of a Private Line are:

• Distance Sensitive • Very Expensive • Not scalable in a large WAN


11/05/03 53

Image Text FIBER CAPACITY

fiber.gif


11/05/03 54

Image Text

internet.gif

The Internet The Internet is a network of networks; millions of computers connected in a web, talking to one another through a common communications protocol. A network connected to the Internet can be a single personal computer or a large corporate network. History of the Internet The U.S. Department of Defense Advanced Research Projects Agency (ARPA) began the Internet in the late 1960s and started creating protocols and standards. In the 1970s Advanced Research Projects Agency NETwork (ARPANET) was connecting the National Science Foundation (NSF), the Department of Energy (DOE), NASA, and the Department of Defense (DOD). By the early 1980s, ARPANET was split into two unclassified networks, Defense Advanced Research Projects Agency NETwork (DARPANET) and Military NETwork (MILNET). In 1985 the National Science Foundation (NSF) founded the National Science Foundation NETwork (NSFNET) and was used to connect universities to the ARPANET. By the early 1990s, NSF stopped funding NSFNET and privatized the Internet.


11/05/03 55

Image Text

domain.gif

TCP/IP Transmission Control Protocol (TCP) / Internet Protocol (IP) provides a means of passing datagrams between virtually any network capable of sending and receiving bits. It is a highly effective, lowest common denominator protocol. IP is the basic building block of the Internet and allows routing of datagrams through gateways connecting networks and sub-networks. TCP/IP allows different types of computer systems to interact (talk to each other). IP Addressing All interactions between persons or computers over the Internet require an IP Address. An IP Address consists of four octets (an eight-bit byte) and would generally look like 208.198.200.3. In other words, an IP address is like your home address: it helps others find your computer on the Internet. Domain Name Domain Names (i.e. Qwest.com) provide a system of easy-to-remember Internet Addresses, which can be translated by the Domain Name System (DNS) into the numeric IP Address used by a network. A Domain Name is simply a label that represents a domain.


11/05/03 56

Image Text

webad.gif

Email Addressing Email addresses have three basic components to get your message from point A to point B:

Username – the name used to identify an individual when on the Internet Host – a computer with full two-way access to other computers on the Internet (a mainframe) Domain – organization identifying the individual subnetwork


11/05/03 57

Image Text

intercpu.gif

Dedicated IP As a basis for all Internet Protocol (IP) products and services, Internet access connects a customer’s location to all other locations on the Internet via the Qwest High Capacity network and its connections to the global Internet. Qwest is a Tier 1 Provider of Internet Services with direct connection to the Internet. Tier 2, for example, would lease connections and pay access fees to a Tier 1 provider to provide their customer access to the Internet.


11/05/03 58

Image Text

webhost.gif

Web Hosting Web Hosting is a service performed by Internet Service Providers (ISP) and Internet Access Providers, encouraging companies to put Web sites on computers owned by the ISP. These computers are attached to communications links to the Internet (often at high speeds).


11/05/03 59

Image Text 1. All interactions between persons or computers over the Internet

require

an IP Address. a Tier 1 provider.

Web Hosting. 2. Email addresses have three basic components to get your message from point A to point B. They are

Username, Host and IP Address.

Username, Host and Domain. Username, IP Address and Domain.

3. A Private Line is a direct channel

dedicated line for use between the LEC and CO.

switched line for use between CO and Tandem.

dedicated line for use between specified points. switched line for use between the LEC and CO.


11/05/03 60

Image Text

buildings02.gif

Frame Relay Frame Relay is a method for effectively routing frames of information across a WAN. Frame Relay transfers data in ‘frames’ which are variable in length, with the size being anywhere from 1 to 4,096 bytes. Frame Relay uses both permanent and switched circuits:

Permanent Virtual Circuit – a fixed virtual circuit path that provides the equivalent of a dedicated private line service between users. Switched Virtual Circuit – a virtual circuit connection across a network on an as-needed basis, lasting only the duration of the transfer (less expensive).

Advantages • Distance insensitive • Widely available • Can be used with Data, Voice, and Video • Very cost effective

Disadvantages • Network Congestion can cause loss of packets and

diminished throughput • Throughput suffers at speeds above DS-3 due to variable

packet length


11/05/03 61

Image Text

buildings01.gif

Asynchronous Transfer Mode (ATM) ATM is a very high speed transmission technology that is a high bandwidth, low delay, multiplexing technique. The term ‘asynchronous’ applies as each cell is presented to the network on a start-up basis (asynchronously). ATM, like Frame Relay, uses both permanent and switched circuits:

Permanent Virtual Circuit – a fixed virtual circuit path that provides the equivalent of a dedicated private line service, over a packet-switched network. Switched Virtual Circuit – a virtual circuit connection established across a network on an as-needed basis, lasting only the duration of the transfer (less expensive).

Advantages • Distance insensitive • Widely available • Can be used with Data, Voice, Video, and Audio • Cost effective for very high bandwidth applications

Disadvantages • DS-3 and above only


11/05/03 62

Image Text Integrated Services Digital Network (ISDN) Integrated Services Digital Network (ISDN) offers the power to create a seamless communications system that speeds and smoothes the flow of information without the expense of dedicated lines and special cabling. It is a system of digital phone connections which has been available for over a decade and allows data to be transmitted simultaneously across the world using end-to-end digital connectivity. Advantages

• Good for short term connections (switched) • Voice and data (compression) • Excellent backup link

Disadvantages • Low bandwidth • Sensitive to calling areas, LATA boundaries and long

distance charges • Pricing varies region to region


11/05/03 63

Image Text 1. A Qwest product that is Distance insensitive, Widely available, Can

be used with Data, Voice, Video and is Very cost effective at all bandwidths is

Frame Relay. ATM.

ISDN. 2. A Qwest product good for short term switched connections as a backup link would be

Frame Relay.

ISDN. ATM.

3. A very high speed transmission technology, high in bandwidth, low in delay and connection oriented would be

Frame Relay.

ATM.

ISDN.


11/05/03 64

Image Text JUST THE ESSENTIALS

DSL – Digital Subscriber Line In today’s fast-paced business and Internet world, speed delivers the competitive edge. Business markets are quickly developing a demand for high-speed Internet access and the Internet is proving crucial to conducting day-to-day operations. Today dial-up access may fall short for ecommerce, Web-based research, and even email. Why the growth?

• Reliance on Internet • Information • Communication • Business • Bandwidth intensive applications

Qwest DSL Services offers customers bi-directional speeds ranging from up to 256 Kbps on the lowest end to 7 Mbps on the high end dependent on the telephone line. Qwest DSL voice and data is transmitted over their telephone line to the nearest Qwest Central Office where it is transferred to a high-speed Qwest ATM fiber network and delivered to an Internet Service Provider.


11/05/03 65

Image Text DSL – Digital Subscriber Line, continued

By moving data traffic off the public switched telephone network and onto the Qwest ATM fiber data network, voice traffic benefits by avoiding the extended hold times caused by data transmissions on voice switches. The data traffic benefits by avoiding the bandwidth limitations of voice switches. DSL Advantages Over Cable Along with the freedom to chose your own ISP, DSL offers these distinct advantages: • DSL is provisioned over the subscriber’s phone line and not a

shared cable network which means o bandwidth is not shared with others o better data security o fewer points of failure o fewer home wiring problems o more flexibility in network recovery o always provides two-way broadband o simultaneous lifeline POTS o high level of customer trust

• No bandwidth usage restrictions


11/05/03 66

Image Text

iad2.gid (used for background)

Roll-over key components for display here

JUST THE ESSENTIALS The Costs Involved The challenges facing long distance providers seems frightening – they must adapt to new regulations, adopt new technologies, and offer an ever-expanding portfolio of new services. With this challenge, though, comes boundless opportunities as providers can readily enter new markets, serve new end users, and – by offering them an array of new services – differentiate themselves in the competitive arena and profit in the process. Mouse over some of the key components below to better understand the cost involved:

• Operating Revenue • Cost of Service

Operating Revenue – Cost of Service = Gross Profit

• Operating Expenses Gross Profit – Operating Expenses = Net Profit


11/05/03 67

Image Text Operating Revenue

• 1+ Revenue – per minute charges for Intra/InterLATA toll

calls based on market share. • 800 Revenue – monthly and pre-use charges for 800-number

service based on accounts secured. • Operator / Calling Card Revenue – per-use fees for

operator-assisted services or information/listing services, plus charges captured by enabling users to access the long distance carrier when away from home.

• International Revenue – charges for calls placed from North America to other countries, or for calls from one international location to another using North American operator assistance.

• Other Telecom Services – per-use fees for such services as message delivery, voice mail, directory assistance, and automated directory assistance call completion.


11/05/03 68

Image Text Cost of Service

• 1+ Expense – access charges, transmission leasing,

wholesale origination and termination charges, and other miscellaneous charges.

• 800 Expense – gross margin varies depending on access rates, transmission lease rates and competition in the given area. Like 1+ service, cost is likely 70% of revenue.

• Operator / Calling Card Expense – whether outsourced or staffed internally, the long distance carrier will pay to have backing for its services. Expenses include salaries, benefits, workstations, etc.. This expense can be estimated at 70% of the operator services / calling card revenues.

• International Expense – chargeback’s to telecommunications providers in other countries for their part in handling international calls – access and network charges for the domestic portion.

• Other Telecom Services Expenses – such services as support message delivery, national directory assistance and directory assistance call completion.


11/05/03 69

Image Text Operating Expenses

• Sales and Marketing – salaries, commissions, travel and other

expenses for direct sales representatives, plus salaries and expenses for managers / directors.

• Advertising – advertising is a big expense for the top long distance carriers.

• Network Expense – for most carriers, network maintenance and upgrades along with salaries for technicians.

• Bad Debt Expense – lower when local and long distance charges are presented on the same bill from the LEC and higher when charges are presented separately. Assumption on bad debt can be calculated based on the service mix the provider has.

• Interest Expense – interest on capital infrastructure. • Depreciation and Amortization – depreciation and amortization of

switches, access and transmission systems, billing systems, and other network equipment.

• General Office Expense – salaries for accounting, administration, marketing, customer service and engineering personnel whether staffed internally or contracted from outside sources.

• Billing Expense – billing hardware, software, and personnel plus resources to keep the billing systems current with new services and regulatory requirements.

• Other Operating Expenses – Office lease / purchase, utilities, external legal and accounting services, insurance, and other miscellaneous expenses.


11/05/03 70

Image Text

topics.gif

YOU ARE QWEST Available Topics • Module Goals • You are Qwest’s Success • We are Qwest • We Have What it Takes to be Winners


11/05/03 71

Image Text

Modules.gif

YOU ARE QWEST Module Goals After completing this section, you should understand: Qwest is the premier provider of full-service communications for people at work, at home or on the move. Qwest's competency reaches across America, drawing on the spirit of service at the heart of our heritage as we effectively steward our shareowners' investments and provide outstanding service to the customers we serve. As our dedicated professionals move and manage information, we do so with integrity, superior value and advanced products and services, assuming only those tasks we can do exceedingly well.

These goals support the course objective of helping you Understand That Qwest Employees are Key to the Company’s Future Success.


11/05/03 72

Image Text

YOU ARE QWEST You are Qwest’s Success You are vital to Qwest's success. As a Qwest employee, you are the heart of the business and key to its future. You represent Qwest and live the Spirit of Service whether you are at work in customer service or you are at home telling your neighbors and friends about the wonderful products and services Qwest offers. “. . . I believe that Qwest employees are key to the company’s future success, and I compliment them on their dedication to maintaining the communications infrastructure in times of crisis. The key to the whole thing is the people that we work with. The employees are the ones that interact every day with the customer. From the customer’s perspective that is the company. So when someone from Qwest goes out and talks to them and has Qwest on their shirt . . . that quality of person is what really determines our success. The success is not up to one or two people, it is up to all of us.” Dick Notebaert


11/05/03 73

Image Text

YOU ARE QWEST We are Qwest! It makes a difference to our customers that you know about Qwest -- who we are, where we came from, and where we are going. It's not just about one person -- together we make a team. As a team, we need to understand the telecommunications industry to better do our job because the telecommunications is our job! This is YOUR Qwest. If you were going to spend your money, would you spend it that way? If you act that way we can make a difference.

It is every one of us - we are Qwest!


11/05/03 74

Image Text

YOU ARE QWEST We Have What it Takes to Be Winners We have great opportunities because our solutions meet the needs of today’s customers. These offerings allow us to implement our strategy of integrating our voice, data, and Internet communications products into a seamless service. With each additional item a customer buys, the customer establishes a deeper relationship with us. Your role is to connect with customers – and create great customer experiences. You are supported by a fast-paced Qwest organization committed to even greater improvements going forward. The opportunities to succeed are enormous! “But I know one thing for sure; we have what it takes to be winners.” Dick Notebaert


11/05/03 75

Image Text COURSE REVIEW


11/05/03 76

Image Text

e000196.gif

Congratulations You have completed the Basic Telephony Web-Based training! Please click here to access your training certificate, and then click Print when your certificate appears. Before you visit the Resources section, please take a moment to complete the survey below to help us provide the most effective training possible: Training Survey REMINDER: Click the Next button to view the Resources page.


11/05/03 77

Image Text RESOURCES

The Learning Curve offers extensive learning opportunities for you to expand you telecom knowledge. A great course is BML 1001 – Basic Telephony. This course may take 3 to 4 hours to complete, but is well worth it! To go even deeper in the industry you work SkillSoft offers a Telecommunications Essentials course. This course may take 8 hours to complete, but will give you a great foundation for your Telecom Career.

basic telephony for it

Documents